Principal Customer Success Manager

LogicMonitor; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

LogicMonitor, based in London, is seeking a Principal Customer Success Manager to lead post-sales relationships with our most strategic customers. You will drive outcomes, retention, and growth while guiding CS strategy across the organization.

You will coach clients to achieve their goals, collaborate with internal teams, and use AI tools to enhance insights, planning, and executive communications.

Qualifications

• Senior post-sales leadership responsible for driving outcomes, retention, and expansion.
• Accountable for executive alignment and long-term value realization across top customers.
• Influences Customer Success strategy and best practices across the organization.

Responsibilities

• Coach customers to achieve business goals and maximize value from LogicMonitor platform.
• Interact daily with customers to build relationships and drive adoption.
• Ensure on-time renewals and uncover growth opportunities.
• Collaborate with internal teams (Sales, Professional Services, Support, Product, Eng) to align on customer needs.
• Lead strategic account management without formal authority and drive accountability across teams.
• Leverage AI tools to augment research, planning, and communications with customers.

Skills

Customer success management

Executive engagement

Strategic account management

Cross-functional collaboration

AI tooling

Stakeholder management

Gainsight

Looker

Tools

Gainsight

Looker

Job description

About Us:

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is located in London, England. Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

To learn more about life at LogicMonitor, check out our Careers Page .

What You'll Do:

LogicMonitor is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work, and named one of BuiltIn's Best Places to Work for the seventh year in a row!

The Principal Customer Success Manager is a senior individual contributor responsible for developing and managing LogicMonitor's post-sales relationship with our most strategic, complex and high-value customers. The role is accountable for driving measurable customer outcomes, retention, expansion, executive alignment and long-term value realisation, while influencing Customer Success strategy and best practice across the wider organisation.

Through partnership and collaboration, you will coach customers to achieve their business goals and maximise value from their investment in the LogicMonitor platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The PCSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The Principal CSM acts as the strategic orchestrator for assigned customers, bringing together Account Owners, Executive Sponsors, Professional Services, Support, Product and Engineering where required. They lead complex customer situations without formal authority, ensure clear accountability across internal teams, and maintain alignment between customer business outcomes and LogicMonitor's commercial and product strategy.

As an AI-forward company, LogicMonitor expects Principal Customer Success Managers to use approved AI tools confidently and responsibly as part of their day-to-day work. This includes accelerating account research and preparation, synthesizing customer and platform insights, improving the quality and efficiency of customer communications and business reviews, and identifying opportunities to deliver greater customer value. AI fluency in this role means knowing where AI can augment judgement and productivity, validating outputs, protecting customer and company data, and continuously adapting as our AI capabilities evolve.

Here's a closer look at this key role:

Internal

• Serves as SME for LM Best practices and add-on options
• Acts as a force multiplier across Customer Success by identifying recurring challenges, codifying best practices, developing reusable frameworks and coaching colleagues on strategic account management, executive engagement and complex customer situationsDevelops presentation and presents to team based on submitted ideas
• Leads difficult customer and internal conversations with confidence, navigating ambiguity, competing priorities and complex stakeholder environments with minimal supervision
• Constantly assess "health checks" for your customers to drive satisfaction, adoption, retention, and reduce churn
• Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolset (Gainsight and Looker)
• Use LogicMonitor-approved AI tools to augment customer and account workflows, including research, analysis, meeting preparation, success planning, executive communications, and synthesis of customer insights; apply